If you were expecting a welcome offer or bonus and haven’t received it, one of the reasons.
Before you start, take a look at this video which explains how to claim a promotion and make sure you’ve completed all the required steps.
Did you opt into the promotion?
Most promotions require you to opt in before you can start qualifying.
Below is how this works for welcome offers vs. other bonuses:
Promotion Type | When opt‑in is needed | Where to check the opt‑in requirement |
Welcome offer | Usually before making your first deposit or placing your first bets. | Read the Terms & Conditions on the welcome offer page to confirm opt‑in rules. |
Bonuses / Other Promotions | Before completing any qualifying actions (depositing, wagering, playing eligible games). | Open the promotion’s T&Cs on the Offers page to confirm opt‑in details. |
Important: Any actions taken before opting in won’t count.
You may have missed a required step
Each promotion includes a section in its T&Cs called “What you need to do”.
This outlines every step required to claim the offer.
Make sure you:
have opted in (if required), and
complete each step exactly as listed.
The offer may not have been awarded yet
Some promotions do not award rewards immediately.
The expected pay-out time is shown in the “What you can get” section of the Terms & Conditions.
Depending on the promotion, rewards may be added:
immediately after qualifying,
at a scheduled time, or
after a set period listed in the T&Cs.
If the pay-out is scheduled, your reward will appear once the stated timeframe has passed.
Your reward may have expired
Promotions run for a limited time, and all required steps must be completed before the offer expires.
You can find the exact expiry window in the “What you need to do” section of the T&Cs.
Important: If the expiry period has passed, you won’t be able to claim the offer.
Welcome‑offer–specific reasons (new customers only)
Welcome offers are only available to new customers, and only one welcome offer is allowed per household.
A new welcome offer might not be available if one has already been redeemed on a duplicate account.
Note: to receive a Welcome Offer, you must opt in during registration and complete all required steps exactly as listed in the promotion’s Terms & Conditions.